• Application Deadline: Sat, 20 Apr 2024 00:00:00 GMT
• Position: Customer Service Representative - Telecom


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Customer Care 
  

Job Description

• The Call Center agent deals with customers via telephone, Internet, e-mail, and instant messaging.


• Handle functions including customer advocacy, technical support, cross-selling, up-selling, and customer contact.


• Provide prompt, efficient, and courteous service to callers, contributing to customer satisfaction.

Responsibilities

• Follow up on unresolved complaints.


• Ensure customer satisfaction.


• Possess excellent listening, questioning, and communication skills.


• Demonstrate excellent E-mail writing skills.


• Adhere to telephone etiquette.


• Inform customers by explaining procedures, answering questions, providing information, and feedback.


• Follow communication scripts when handling different topics.


• Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives.


• Seize opportunities to upsell and cross-sell.


• Build sustainable relationships and engage customers by going the extra mile.


• Ensure prompt response to emails.


• Ensure OTRS data accuracy and consistency.


• Ensure responses are consistent with the contents of the email (Enquiry, feedback, or complaint).


• Ensure prompt response to in-bound calls.


• Monitor customer call frequency.


• Maintain clear, direct, and non-vague communication with customers (Calls and Emails).


• Manage large amounts of inbound and/or outbound calls in a timely manner.


• Meet personal/team qualitative and quantitative call targets.


• Provide excellent customer service to retain customers.


• Compile complaint calls and log.


• Be the voice of the Customer.


• Ensure Call abandonment rate is less than 10%.


• Maintain a call completion rate of 90%.


• Ensure in-bound calls are picked before the third ring.

Educational Qualifications & Functional Skills

• Minimum Requirements: HND / B.Sc, Any Discipline.


• Minimum Experience: 2 years’ experience in a contact center.

Work Experience:

• Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company.

Other Requirements:

• Customer Focus.


• Tech-savvy.


• Action orientation.


• Drive results.


• Cultivate Innovation.


• Ability to optimize work processes.


• Resilience.


• Self-Development.


• Ability to multitask, set priorities, and manage time effectively.


• Nimble Learning.


• Good oral and written communication.


• Team player.


• Computer literacy.


• Familiarity with CRM systems and practices.


• Telephone Etiquette.


• Strong phone, verbal, and writing communication skills along with active listening.


• Knowledge of Microsoft Office (Excel, PowerPoint, Word, etc)